NOC Supervisor

Transaction Network Services (TNS); United States; On-site; USD 110,000 - 117,000; Full time

Benefits offered by this job

Medical and dental coverage

Life insurance

Paid holidays and vacations

401K with company match

Job summary

Transaction Network Services (TNS) is seeking a NOC Supervisor to lead daily operations of the Network Operations Center, guiding technicians and engineers across shifts while ensuring rapid incident response and top-tier customer support.

You will mentor staff, manage escalations, and coordinate with cross-functional teams to maintain network health, implement improvements, and drive automation and documentation in a fast-paced environment.

Qualifications

• IPX networks and signaling (Sigtran).
• BGP routing and peering.
• VPN technologies and network interconnects.
• Network monitoring and observability platforms.
• Proficiency with Microsoft Office Suite (Outlook, Excel, OneNote, Word).
• Strong leadership and team management experience.
• Expertise in network operations and troubleshooting.
• Experience with incident management and escalation handling.
• Familiarity with monitoring tools and ticketing systems.
• Strong communication and customer service skills.
• Ability to collaborate across technical and business teams.
• Experience in process improvement and automation is highly desirable.

Responsibilities

• Lead and supervise NOC technicians and engineers across shifts.
• Coordinate staff scheduling, workload distribution, and performance oversight.
• Provide guidance and escalation support for complex technical issues.
• Take the lead on major incident bridges as Incident Manager.
• Coordinate cross-functional teams to restore services quickly and efficiently.
• Author and deliver incident reports and internal communications.
• Collaborate with Tier 2 and engineering teams for root cause resolution.
• Oversee trouble ticket lifecycle and ensure timely resolutions.
• Manage internal and customer escalations with professionalism and urgency.
• Maintain standards for ticket documentation and communication.
• Ensure effective use of monitoring tools (ARPS, Nagios, Netreo).
• Maintain awareness of network health and service performance.
• Drive continuous improvement of monitoring capabilities and processes.
• Serve as SME in IPX/Sigtran, BGP peering, VPNs, and NNI connectivity.
• Maintain centralized documentation repositories for NOC usage.
• Train and mentor staff in troubleshooting, tools, and procedures.
• Develop training programs for new technologies and customer integrations.
• Develop and maintain customer maintenance notification processes.
• Manage distribution lists for key services and standard communication templates.
• Ensure timely customer updates during maintenance and incidents.
• Collaborate with Implementation, Engineering and Development teams on projects.
• Support rollout of new tools and platforms.

Skills

IPX signaling

Sigtran

BGP peering

VPN technologies

NNI connectivity

Network monitoring

Microsoft Office

Leadership

Customer service

Tools

ARPS

Nagios

Netreo

Job description

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

The NOC Supervisor is responsible for leading daily operations of the Network Operations Center (NOC), ensuring effective monitoring, incident response, and customer support across critical network services. This role supervises technical staff, manages escalations, and plays a key role in mentoring, training, and developing team members to build a high-performing operations team.

Responsibilities

Primary Duties and Responsibilities

Team Leadership & Operations

• Supervise and support NOC technicians and engineers across shifts
• Assist with staff scheduling, workload distribution, and performance oversight
• Provide guidance and escalation support for complex technical issues

Incident & Problem Management

• Lead major incident bridges as Incident Manager
• Coordinate cross-functional teams to restore services quickly and efficiently
• Author and deliver incident reports and internal communications
• Collaborate with Tier 2 and engineering teams for root cause resolution

Ticket & Escalation Management

• Oversee trouble ticket lifecycle, ensuring timely resolution and quality
• Handle internal and customer escalations with professionalism and urgency
• Maintain standards for ticket documentation and communication

Monitoring & Network Operations

• Ensure effective use of monitoring tools (e.g., ARPS, Nagios, Netreo)
• Maintain operational awareness of network health and service performance
• Drive continuous improvement of monitoring capabilities and processes

Technical Escalations, Training, Documentation & Knowledge Management

• Serve as subject matter expert in network technologies, including:
  • IPX and Sigtran
  • BGP peering
  • VPNs and NNI connectivity
• Maintain centralized documentation repositories for NOC use
• Train and mentor staff in troubleshooting, tools, and operational procedures
• Develop training programs to support new technologies and customer integrations

Change Management & Customer Communications

• Develop and maintain customer maintenance notification processes
• Manage distribution lists for key services (e.g., Sigtran, IPX, DSR)
• Maintain standardized communication templates for customer updates
• Ensure timely and accurate communication during maintenance and incidents

Cross-Functional Collaboration

• Act as NOC representative in projects involving Implementation, Engineering and Development teams
• Support implementation of new tools and platforms (e.g., ticketing systems, monitoring solutions)
• Partner with network planning to prepare support strategies for new deployments

Process Improvement & Automation

• Design and implement automation tools and workflows to improve efficiency
• Maintain scripts/macros to streamline ticketing and change management processes
• Identify opportunities to enhance operational workflows and reduce manual effort

Customer Support & Service Readiness

• Ensure readiness for onboarding new customers and services
• Validate availability of necessary support materials (documentation, diagrams, contacts)
• Coordinate with internal teams to close readiness gaps
• Maintain focus on delivering high-quality customer experience

Qualifications

• Technical Skills Required
• IPX networks and signaling (Sigtran)
• BGP routing and peering
• VPN technologies and network interconnects
• Network monitoring and observability platforms
• Proficiency with Microsoft Office Suite (Outlook, Excel, OneNote, Word)
• Additional Skills & Qualifications
• Strong leadership and team management experience
• Expertise in network operations and troubleshooting
• Experience with incident management and escalation handling
• Familiarity with monitoring tools and ticketing systems
• Strong communication and customer service skills
• Ability to collaborate across technical and business teams
• Experience in process improvement and automation is highly desirable

For this role, we anticipate paying $110,000 - $117,000 annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.